Vodacom service provider

<p>Hello Peter,</p> <p>I am writing this letter with regards to the service that I have received from Vodacom Service Provider. Firstly, three months ago I sent Vodacom details of my intention of changing bank details. This done was not a problem as I received emails and a sms confirming the changes. However the accounts department did not seem to do the changes and continue to deduct the debit order from my old account. I then contacted them again requesting to do the changes as per the email, they then assured me that the debit would be from my new account. But alas it still come off from my old account. I then contact the accounts department and asked them to please change the account as the old account would be closed. I then received a sms informing that they had updated the details. I then followed up with a phone call to customer care to make sure, and they confirm that the changes had been made. I also then phone the accounts department to make sure and they too confirmed that the changes had been made.</p> <p>However only to discover a month later that Vodacom service provide had fail to set the debit order for the end of the month, which put me in arrears and being sent sms to pay my account. I then phoned the accounts department and the lady said that she did not understand why the debit order was not processed, but would do immediately. Needless to say this did not happen, more sms were sent requesting payment. Bearing in mind that the Vodacom service provider is in control of the debit order and not the individual. After numerous phone calls, the lady at accounts assured me that at the end of the month double payment would come off my account, this made me angry because of their incompetence I had to pay double and I now I thought everything was settled. Boy was I wrong.</p> <p>Later in the month I decided to apply for a sim swop for a new phone. To my surprice and embarrassment, the sales person in the Greenacres Vodacom shop told me that I could not do a sim swop because I was blocked and the account was in arrears. Upon hearing this I told the sales person that this was impossible as my account is up to date and everything was sorted by the service provider. But he insisted that this was not the case. To my annoyance I phone Vodacom customer care and they confirmed that there was a block on my account that there was nothing they could do as the accounts department controlled the situation. I then called the accounts department who assured me that the account is up to date and would remove the block. I then phone Vodacom sim swop to do the necessary swop, only to be told once again they this cannot be done, as the block was still on the account. I was very very upset and traumised by the whole experience that Vodacom has caused as you trust that they would do what they say they would do. How on earth does Vodacom operate their accounts department, when they cannot correct what the customer has requested them to do and because of their mistakes the customer has to suffer the consequences? I have had to waste my time and energy phoning the customer care, the accounts department and then sim swop department, only to be pushed around again from one department to another to try and fix up what accounts has messed up. And after speaking to the person, they apologies but for what, why don’t they rather first fix the problem and then sincerely apologise.</p> <p>This went on for three days in a row when nothing was accomplished. On the fourth day I asked the lady at sim swop, to direct my call to the manager, which she duly said that he was busy and that he would phone me back at 8’clock that evening. Well 8’clock came and went no phone call from the manager. I then proceeded to wait until morning, think I would receive a call from the manager, but no luck.</p> <p>Upon phoning the accounts department again and demanding to speak to the manager, however the lady who answered said she was the manager and said she could and had sorted the problem and assured me that the block from removed from my account. I was then told to phone the sim swop section as they could assist me. However nothing was done and the block was still there my account, therefore they could not do the sim swop. This was so frustrating when people lie to you about doing their job and in actually fact did nothing. It seems like the one person is passing the buck onto another or either that they do not know what they are doing.</p> <p>Everyone I spoke to was once again apologetic but did nothing, all talk but no action. I again contacted the account department that same morning, who confirmed that the block on my account was not removed, but will duly do so. So what did the previous lady in accounts, who said she was the manager do?</p> <p>I can only image if I did not query my account or tried to do a sim swop what effect it would have on me with regards to other accounts. Vodacom would have kept the block on my account which would have tarnished my reputation for further credit and this all due to Vodacom not doing what they were supposed to have done in the first place. It is very frustrating when you know you have done all the right things only to find out that the situation is out of your control but in the hands of the service provider, and customer care department that pushes you from pillar to post making you the guilty party. One of the gentlemen at sim swop then assured me that he had done the necessary to swop my sim, and that I would have to wait an hour then all would be working, well after waiting two hours this was not the case, nothing worked. This I find a very unfair practice to any human being having to be treated this way. So the Saturday morning phone call to Vodacom achieved nothing I has to wait until Monday morning to phone. During all my calls to these people, I told them that I had had enough and was going to write a letter to ‘hello Peter’ which they ignored anyway, and when I requested to speak to a manager, they brushed it off.</p> <p>On Monday morning I once again phone Vodacom and well to my surprise the block was eventually removed and the gentlemen named Gift was able to assist me with the sim swop. Thank you Gift.</p> <p> </p> <p> </p>